​Telstra using machine learning to deal with 'distressed' customers

Machine learning is being employed by Telstra behind the scenes in a bid to predict and better deal with distressed customers. Andrew Condron, Telstra’s general manager of analytics, told ZDNet that the telco aims to intervene before a customer’s issue causes further frustration, calling the concept a “proactive reach-out initiative”. Latest Australian news “We know the customers in any large organisation can get frustrated when they ring in to have an issue resolved,” Condron said. “That issue they think is resolved, but it doesn’t turn out to be resolved, so they ring back in again and they get passed around. “So we’re trying to really address that issue in a much more proactive sense.” Condron said the organisation attempts to predict customers that are in distress or are likely to…